The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.
The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.
Patent No.:
Date of Patent:
Dec. 13, 2011
Filed:
May. 24, 2004
Eric Owhadi, Tomball, TX (US);
Mahmoud Bouchemoua, Saint Martin d'Heres, FR;
Christophe Le-rouzo, Houston, TX (US);
Eric Owhadi, Tomball, TX (US);
Mahmoud Bouchemoua, Saint Martin d'Heres, FR;
Christophe Le-Rouzo, Houston, TX (US);
Hewlett-Packard Development Company, L.P., Houston, TX (US);
Abstract
A support system enables a support agent to assist a client to resolve a problem with a client electronic device provided with an Internet capability enabling communication between the device and a support service web application. A two-way communications link is provided between the agent and the same web application. Communication between the client and support agent is provided by a telephone link. Accessible by the device is a diagnostic and/or data harvesting engine which can diagnose and/or harvest data for transfer to the web application and which has access to a LAN software stack which enables the engine itself to establish communication with the web application without requiring user intervention and without requiring communication via a web server provided in the client's device. Thus, as long as it is still possible for the device to communicate via the Internet, the diagnostic/data harvesting engine has the ability to carry out such communication to provide the required data to the web application. The support agent has access to the collected data stored in the application to be able to diagnose and resolve problems with the device.